"I just cursed and opened a beer" : Explaining Mobile Users' Non-Complaining Behavior Through Coping
Salo, M., Makkonen, M., & Hekkala, R. (2015). "I just cursed and opened a beer" : Explaining Mobile Users' Non-Complaining Behavior Through Coping. In ICIS 2015 : Proceedings the Thirty Sixth International Conference on Information Systems (pp. 1-17). Association for Information Systems (AIS). http://aisel.aisnet.org/icis2015/proceedings/HumanBehaviorIS/12/
Date
2015Copyright
© the Authors, 2015.
Many users experience frustrating incidents with mobile applications. However, most
users do not complain about their highly negative incidents to the application providers.
Such dissatisfied non-complainers cause damage to application providers: they tend to
exit, switch, and spread negative word-of-mouth. Therefore, it is important to
understand why mobile users do not complain about their highly negative incidents.
Within information systems (IS), there are no explanations for this dilemma. To address
this gap, we conducted a qualitative study. By utilizing the theory of coping as a
theoretical lens, we generated a mobile-specific theory that comprises problem-focused
and emotion-focused coping strategies as well as control aspects. As a theoretical
contribution, we attempt to advance IS research on post-adoptive behaviors and offer
one answer to the calls for studying the role of emotions within IS. We also provide
practical implications for application providers to bet
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Publisher
Association for Information Systems (AIS)Parent publication ISBN
978-0-9966831-1-1Conference
International Conference on Information SystemsIs part of publication
ICIS 2015 : Proceedings the Thirty Sixth International Conference on Information SystemsISSN Search the Publication Forum
1026-1079
Original source
http://aisel.aisnet.org/icis2015/proceedings/HumanBehaviorIS/12/Publication in research information system
https://converis.jyu.fi/converis/portal/detail/Publication/25409835
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